You may be eligible to receive a credit note for your deposit if you are unable to travel more than 30 days prior to your arrival date due to:
- Government restrictions preventing you from travelling to your booked destination
If the QLD Government invokes a hard border closure then you may be entitled to a credit note for your deposit and a refund of balance paid if this occurs within 30 days of your stay. Hard border closure means that the Government bans entry to a particular State/Territory.
All credit notes must be redeemed (booking made) at the same property within 12 months of the credit note being issued otherwise the credit note is forfeited.
If you have booked your stay via a 3rd party booking platform (e.g. AirBNB, Homeaway or other) please refer to the booking terms stated on the platform and submit a cancellation request via the platform.
Did you know that some travel insurance policies now cover COVID cancellations in some circumstances?
Taymatt P/L ATF The Jeffery Family Trust T/A Elite Holiday Homes is a Licensed Real Estate that only accepts payments into our Australian dollar Trust Account – your money is held in Trust until your stay. We abide by all legal requirements, local government and industry guidelines in the operation of our business. We are a member of Destination Gold Coast and ARAMA.
The property is not a ‘party house’ and these activities are strictly prohibited. By relevant Gold Coast laws these prohibited activities are defined as ‘parties, including, for example, bucks nights, hens nights, raves, wedding receptions or similar parties.’ No guests or visitors have permission to enter, remain or engage in any such prohibited activities at the property or engage in anti-social behaviour including ignoring curfews and/or excessive noise and any person purporting to act in contravention of this restriction does so as a trespasser rather than as a guest or permitted visitor at the property. We are not able to accept Schoolie Bookings at our properties. If you misrepresent your booking and/or do not comply with our Terms and Conditions we reserve the right to evict and retain all monies paid including the Security Bond. Minimum age to hire the property must be 24 years or older.
Holiday Houses on the Gold Coast are subject to strict Council and State Government guidelines which all homes should adhere to and as such Elite Holiday Homes have a zero tolerance policy for those not adhering to the Terms and Conditions of the stay. We have a security firm who will promptly respond to any calls from neighbouring residents in relation to these issues. Our owners are subject to strict conditions and fines including restriction of business – by agreeing to our Terms and Conditions you agree to abide by these rules and conditions and if these are not adhered to and adversely affects our owners they reserve the right to take legal action and seek compensation. Guests indemnify and shall keep indemnified Elite Holiday Homes and the owner against all loss, damage, expenses and penalties howsoever caused or incurred as a result of breach of these Terms and Conditions.
Conditions for Special Deals, Gift Vouchers & Return Guest Discounts
- Bookings will be subject to availability and must comply with Terms and Conditions of our stays.
- Special Deals and/or promotions cannot be used in conjunction with any other special or discounted offer.
- Pricing subject to management discretion on rate periods & inclusions. Exclusions may apply for some School Holiday periods and Standard Rates may apply for Stay and Pay deals.
- All Gift Vouchers must comply with the Terms and Conditions of the Gift Voucher and all bookings using the Gift Voucher must comply with the Terms and Conditions of our stays. Our General Gift Vouchers (unless otherwise stated) can be redeemed on any property and the amount of the Gift Voucher will be allocated as payment towards your booking. The Gift Voucher number must be quoted and presented for redemption. The Gift Voucher must be allocated to a booking within 12 months of the issue date – note the booking can be further in advance of 12 months but the Gift Voucher must be allocated within the 12 month time frame. If a booking has not been made and the Gift Voucher not allocated to a booking after 12 months then the Gift Voucher becomes invalid and is cancelled. No refunds will be given for Gift Vouchers not allocated within 12 months and the Gift Voucher is not redeemable for cash.
Booking means the period for which you have paid to stay at the Property.
Property means the home you have booked as per your confirmation notice and all its fixtures, fittings and equipment.
Management means the owners and managers of the Property.
Deposit means the non refundable deposit you pay to secure the booking – this is advised in writing to you and includes a service fee of $200.
Guests means the persons who stay overnight in the Property during the Booking.
Visitor means a person a Guest permits to visit the Property during the Booking.
Security Bond means the bond you pay to cover any damages or costs that may occur during your stay. Providing there are no damages or costs this is refunded after your stay. The details you provide may also be used to cover any additional costs that exceed the bond limit.
Acceptance & Responsibility
Once your booking is made you will receive a Booking Request email from us with the details on how to process your payment. Your booking is not confirmed until payment is received by us. Receipt of your payment confirms that you have read and agreed to our Terms and Conditions herein.
The person whose name is on the booking must be staying at the property. This person is responsible for the booking with us and ensuring all guests and visitors are aware of the Terms and Conditions and House Rules. All guests staying at the property must be nominated on the Guest Registration Form.
Identification and credit card details will need to be provided when you complete your Guest Registration Form. Your credit card details are taken to cover any purchases from the mini bar. A credit card Pre-Authorisation is taken for the Security Bond 24 hours before your arrival. Access Codes and instructions for entry to the property will not be provided without a valid Pre-Authorisation and guest identification.
The guests warrant this is for holiday purposes and indemnifies the Management for any other form of use.
We recommend that all guests have travel insurance for their holiday.
Note: variances may be agreed on but only by arrangement with the Owner/Management in writing.
A non-refundable deposit of $1000 (or deposit as advised to you in writing) is required to secure the booking within 2 days of the Booking Request Confirmation email. Bookings are not confirmed unless and until this deposit is received.
Payment of the booking deposit constitutes the clients acceptance of these Terms and Conditions.
The balance of the booking amount must be received in full 30 days prior to occupancy. If the full balance is not received Management has the right to cancel the booking and attempt to re let the property.
Payments of the amount due must be received in Australian dollars net of any bank or other transaction charges.
We accept payment by the following methods: Visa, MasterCard or direct deposit into our Australian Bank (Commonwealth Bank) Trust Account.
A credit card surcharge of 2.2% will be levied to cover transaction costs associated with credit card payments.
Refundable Security Bond
A valid credit card must be used with your Bond Authorisation Form for a $1000 Pre Authorisation for the Security Bond. This will be held for the duration of your stay and returned to the credit card used once the property has been checked. We cannot provide access to the property without this Pre Authorisation being processed.
Any damage, loss or expense incurred by Management as a result of your breach of these Terms & Conditions will be charged against the Security Bond. Examples of this include but are not limited to any breakage, damage or excess cleaning requirements, extra guests beyond those declared, misrepresentation of your stay and security call outs. If a deduction is to be made due to any of the above an administration fee of between $50 and $100 will also be charged to cover arranging for replacement or repair of each item/issue.
By completing and accepting the terms on the Guest Registration you agree and authorise us to debit the credit card provided if there are any damages/costs that exceed the Security Bond limit.
Any additional charges incurred will be deducted from the Security Bond.
Variations & Cancellations
If you wish to vary or cancel your booking, please advise us immediately on ph +61 7 5592 3881 and confirm in writing. Management is not obliged to accept any variations to the booking if they are adversely affected by the request and Management retains the right to treat all Cancellations and Variations at their discretion.
Your deposit is non-refundable in the event of a cancellation or unpaid balance. Your non-refundable deposit includes the service fee of $200.
If the full balance has been paid and cancellation is made within 30 days of the stay at the request of the guest, the full amount paid is not refundable unless the house is re-let for the entire period at the same tariff. If a refund is made due to the property being relet at the same value and for the same dates then we will prodive you with a refund less a $200 booking and service fee. If the property is partly relet or at a lesser value we will provide you with a part refund thereof less a $200 booking and service fee. If the property is not relet, there will be no refund issued.
We recommend that all guests have travel insurance for their holiday regardless of where they are travelling from.
Unavailability & Unforeseen Circumstances
The owners will make every effort to ensure the property is available as booked. However, the owners reserve the right to make alterations to the booking due to unforeseen circumstances and/or allow tradesmen to have access to the property to facilitate any repairs if necessary. If the Property becomes unavailable for your occupancy due to unforeseen circumstances then Management will inform you immediately and endeavor to obtain suitable alternative accommodation for your occupancy; failing which any monies paid will be refunded in full.
We cannot be held responsible for any unforeseen breakdowns of appliances etc. Elite Holiday Homes maintain our properties to the highest standard however at times unforeseen issues can occur. All repairs will be carried out or replacements purchased at the earliest convenience. Every action will be taken by our staff to minimize inconvenience caused; however there is no obligation from Elite Holiday Homes to issue any partial refunds or discounts if the issue was unavoidable.
Elite Holiday Homes has no control over any construction or renovation work at neighbouring properties. In a busy metropolitan city there is always some type of construction work occurring somewhere in the neighbourhood. We cannot provide any refunds due to this activity.
Check in & Departure
Check-in time is from 3.00pm on the arrival date and check out time is not later than 10.00am on departure date to allow time for the property to be prepared for the next guests.
You must notify Management of expected arrival time and a mobile contact number at least 14 days before arrival.
Arrangements will be made to access the property.
Failure to depart at the agreed time may result in an additional charge of $50 per half hour. Variance to these times is subject to prior arrangement and availability and extra charges may apply.
It is your responsibility to secure the property and lock all doors and windows and leave the key in the secure Key Box on departure.
Parties, Functions & Commercial Activities
Please note our properties are not available for rent for Bucks or Hens groups and parties cannot be held at the properties.
We do not accept Schoolies. Minimum age to hire the property must be 24 years or older.
Photographs and videos may not be taken at the property to be used for Commercial or Advertising purposes or for financial gain or benefit without the written consent of the Manager or Owner.
Non-adherence to this policy may result in termination of rental and loss of monies paid including your Security Bond and we reserve the right to take further legal action.
Disturbance & Antisocial Behaviour
In accordance with Gold Coast City Council and Holiday Rental Industry guidelines disturbance to the neighbours, including excessive noise and anti social behaviour is prohibited and may result in termination of rental and loss of all monies paid.
As per Council and Holiday Rental Industry Guidelines there is a 10.00pm to 8.00am outside noise curfew. We require you to move inside and close the doors. Noise must be kept to a minimum.
We also request that for the neighbours privacy and safety you only utilise the beach area/jetty (if applicable) in front of the property. A Security Service has been engaged that will respond to any complaints from neighbours regarding anti social and offensive behaviour, breaking of curfew and excessive noise. Strippers, topless waitresses and associated industries are not permitted under any circumstances. No outdoor nudity under any circumstances.
Security have been given authority to video record call-outs. If Security is called out to the property you will be charged for the call-out fee and we reserve the right to either issue a reminder warning of the Terms and Conditions or terminate your booking. All call-outs will be deducted from your security bond. If your booking is terminated we reserve the right to retain all monies paid including your Security Bond.
Hire Equipment can be hired through My Holiday Concierge. If another hire company is used then delivery and pickup of the items can only occur during your stay. You accept full responsibility for acceptance and return of the equipment when hired through a third party.
House rules must be complied with along with any instructions from Management and their caretakers of the Property including Security concerning occupancy, property, health and safety and quiet enjoyment of the Property and the neighbours amenity.
Keys and remotes are your responsibility during your stay.
Number of guests should not exceed the number stated on the Booking Confirmation and Guest Registration Form or subsequently agreed in writing/email. Fees will apply for excess guests not agreed with the Management in advance. Any misrepresentation regarding guests or intention of your stay may result in eviction and loss of monies paid. Visitors may visit you at the home but may not remain on the property overnight. Visitor numbers should not exceed 10 at any given time unless by prior written arrangement. All Visitors must comply with the Terms and Conditions and House Rules.
Pets are not allowed under most circumstances and if permission is granted it must be in writing.
Smoking is not permitted inside the house at any time.
Parking of cars must be in accordance with Council regulations.
Caution must be taken on all tile areas, wooden floors and outdoor areas as they may be slippery when wet.
On departure the property should be vacated on time and secured. All food must be removed from fridges, all rubbish put in the appropriate recycle (yellow) and waste (green) council rubbish bins provided, and crockery and cutlery washed and packed away. All furniture and furnishings must be left in the position they were in when you arrived. The Property must be left in a clean and tidy condition.
Standard exit cleaning and rubbish removal is included in your tariff however there is an additional charge of $50 if the BBQ is not left in a clean state on your departure. The house will be cleaned for your arrival and then cleaned on your departure.
Damage, breakages, theft/loss and security is the tenants’ responsibility during their stay. You must lock all doors and windows when you leave the property and it must be secured at night. You must notify us immediately of any damages, breakages or theft. Management may deduct from your security deposit the amount required to repair or replace any items (at Management’s discretion). The Owners/Management takes no responsibility for the tenant’s personal property during your stay.
Responsible behaviour is expected by all guests and visitors to the property including compliance with our Disturbance and Antisocial Behaviour Terms and Conditions. Drugs or illegal activities are strictly prohibited on the premises and alcohol should be consumed in a responsible manner.
Maintenance issues need to be advised to Management at the earliest opportunity during business hours so Management can rectify the situation quickly and efficiently. You must allow repair/service technicians access to the property during reasonable hours. Failure to follow this procedure may hinder the ability of Management to rectify the issue. We have an After Hours Emergency Only number for our guests.
Variations to these conditions may only be made by prior arrangements with the Owner/Management in writing. The Owner/Management reserves the right to terminate the rental at any time if any of the above conditions are not adhered to.
Thank you for reading the terms and conditions for Elite Holiday Homes.
Feel free to contact us now, we are here to help as much as possibe for you to enjoy a luxury Gold Coast Holiday Home.
Ph: +61 7 5592 3881